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OBJECTIVE
During this workshop you will learn how your performance is evaluated against your critical job elements (CJE’s) and performance standards, identified in your performance plan.
Critical Job Elements (CJE’s)
There are five CJE’s standardized for all occupations that reflect key areas of performance
Employee Satisfaction - Employee ContributionCustomer Satisfaction - KnowledgeCustomer Satisfaction - ApplicationBusiness Results - QualityBusiness Results - Efficiency
Employee Satisfaction is the only CJE common to all positions
All other CJE’s are tailored to each occupation through different performance aspects
Each aspect is given a rating of exceed, meet or fail
Failure to meet one aspect of a CJE will cause a minimally successful rating
Performance Levels
There are three performance levels used to measure each aspect of a CJE
Exceeds - Consistently demonstrates
Meets - Generally demonstrates
Fails - More than occasionally fails
CJE Ratings There are five judgments that translate
into ratings for each CJE
1- Outstanding – Exceeds all performance aspects 2 - Exceeds Fully Successful – Exceeds more than half
of the performance aspects
3 - Fully Successful – Meets all performance aspects
4 - Minimally Successful – Fails one performance aspect
5 - Unacceptable – Fails two or more performance
aspects
Successful Employees should:
Know their team’s Goals & Objectives Be Committed to team Success Know their role on the team Work cooperatively Use clear and effective communication Be a Team Player Don’t be the problem, be the problem solver Be flexible and able to adapt to change Be willing to go that extra mile
Employee Satisfaction – Employee Contribution
Workplace Interaction
How well do you interact with others?
Workgroup Involvement
How involved are you in the workgroup?
Workplace Environment
What type of climate do you foster?
Things you can do to help you Exceed
Always be courteous to others and stay professional Be the peace maker not the trouble maker Keep a positive attitude, even in a negative situation Be sensitive to the needs of others and be respectful Know when to keep your thoughts/comments to yourself Do the things that others refuse to do Volunteer to help others and willingly share knowledge Don’t just Identify workgroup issues, provide solutions. Volunteer for extra duties, quality coaches, instructors, taking team
notes during meetings, back up to the lead. Volunteer to be a part of a committee or focus group Go that extra mile
Customer Satisfaction - Knowledge
Job/General/Technical Knowledge
- Do you know your job?
- Do you demonstrate exceptional knowledge of
policies and procedures?
Tax Law
- Do you know the law?
- How well can you interpret the law?
- Does your work reflect your knowledge?
Customer Satisfaction - Knowledge
Issue/Problem Identification/Resolution
- Are you the first to identify an issue or problem?- Do you have a resolution?
Decision Making - Can you make decisions?
Customer AccuracyAre your completed work assignments accurate?
Things you can do to help you Exceed
Know your job better than the rest, become the “Go To” person or the “Subject Matter Expert”.
Arm yourself with technical knowledge. Know your IRM’s. Know where to find the information.
Know the required tax laws, policies and procedures. Don’t just identify a problem, but work the issue and offer
a resolution. Make decisions independently. Don’t be afraid to make a
mistake. Nothing beats a failure but a try. Most of all….make sure your work is always accurate. Go that extra mile
Customer Satisfaction- Application
Verbal/Oral Communication How well do you communicate, is it always clear, concise and accurate?
Written CommunicationAre your written communications easily
understood?
InteractionHow well are your presentation skills?How well are you at disseminating information?Just how professional are you.
Customer Satisfaction- Application
Taxpayer Relations Do you listen to taxpayers and answer their
needs? Can you explain their rights and the audit process?
Compliance CommunicationsDo you provide that needed information?Are you advising, informing, educating?Can you explain cause and cure?
ProceduresCan you follow procedures?
Things you can do to help you Exceed Be courteous and professional at all times. Always be considerate of others opinions. Know your subject and communicate it clearly. Know deadlines and terms of agreements WOEA Make sure your written communications are always well
organized, accurate, clear and concise. Develop a job aide, create alerts, submit manual
changes, develop reports. Conduct and participate in presentations. Be knowledgeable enough to educate/advise the
taxpayer on tax responsibilities to ensure compliance. Always follow policy and procedures to carry out duties. Go that extra mile
Business Results – Quality(measured/unmeasured)
Accuracy of WorkWhat does your finished product look like?
Research/Review and AnalysisDo you know where to look and what it is you see?
Are you able to figure it out? Implementation of changes
Can you execute and adapt to change? Processing
Is your work error free? Security and Disclosure
Do you follow security regulations?Are you adhering to disclosure policies?
Things you can do to help you Exceed Have a high level of accuracy in all duties. Check/Recheck. Complete all reports accurately and in the proper format. Always gather, consolidate and interpret data correctly. Make sure all account changes are accurate. Make sure system inputs are input correctly. When there is a policy or procedure change, be able to
understand it, implement it and adapt to it without hesitation.
Always protect confidential, sensitive and taxpayer information.
Always follow security and disclosure rules. Verify the taxpayer before providing information Go that extra mile
Business Results – Efficiency(Measured/Unmeasured)
Time Utilization
Can you allocate your time effectively?
Can you avoid delays?
Workload Management
Are you able to prioritize your work assignments?
Can you get the job done? Planning and Scheduling
Are you working within established timeframes?
Can you perform without managerial follow up? Assignment Completion
Do you complete all assignments without managerial intervention?
Things you can do to help you Exceed Make sure your time span/time spent on an assignment
is commensurate to the assignments complexity. Be quick to identify obstacles that may cause a delay in
completing assignments and formulate alternatives. Always prioritize assignments according to deadlines
and importance and work them accordingly. Meet all deadlines and if possible ahead schedule. Be able to work independently and get the job done
without having to have more than required instructions. Be the employee that doesn’t require managerial
intervention or follow up to complete work assignments. If you need to complete 10, give them 15 - 20 Schedule work, maximize time spent working programs. Go that extra mile